Complaints

Our aim is to provide you with excellent services and we work hard to adopt a ‘right first time’ approach. So no matter how small your complaint may be it will be handled promptly, sensitively and efficiently.picture of two unhappy people

Our definition of a complaint
Anything that has caused you to be unhappy about the service you have received from us.

You can make a complaint by:

Our complaints’ process

Stage One
Any complaint that is not resolved by the end of the following working day will be referred to the relevant Area Manager and be acknowledged within three working days. A further response will be sent within 10 working days, following an investigation.

Stage Two
If after Stage One you remain unhappy, your complaint will be referred to the relevant Service Director.

Stage Three
In the unlikely event that you remain unhappy you will be offered the opportunity for the Management Board to consider your complaint. 

If you continue to remain unhappy you may take you complaint to a designated person (details are contained within our policy).  After this you may refer your complaint to the Housing Ombudsman.

A copy of our complaints’ policy can be found under about us/publications.
 

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Contact information

If you would like to contact Axiom Housing Association please call our Customer Services team on 01733 347135.
Alternatively, email us at: enquiries@axiomha.org.uk, fax a message on 01733 295520 or send a text message to 07799 760764.
Opening hours: Monday to Thursday, 8.30am to 5pm, Friday, 8.30am to 4.30pm. For emergency repairs out of hours call our 24-7 freephone* 0800 585 699.
Axiom House, Cottesmore Close, Netherton, Peterborough, PE3 9TP.
*please note that calls to this number are not free when calling from a mobile phone